About the role
- Provide application support for production and UAT environments.
- Monitor applications, logs, and alerts; proactively identify and resolve issues.
- Manage and maintain Linux servers.
- Work on bug fixes, minor enhancements, and development support tasks using Java, Python, Angular, and Node.js.
- Assist with API troubleshooting, debugging, and performance tuning.
- Provide deployment support, including CI/CD pipelines, builds, and releases.
- Coordinate with cross-functional teams such as Development, QA, and Infrastructure for issue resolution.
- Maintain documentation for known issues, fixes, and support processes.
- Support database-related activities, including basic queries, data validation, and troubleshooting.
- Participate in on-call/customer support activities when required.
- Learn and follow secure coding practices and software development best practices.
- Act as the primary point of contact for customer support by logging, categorizing, assigning, and tracking application support tickets through to closure while ensuring adherence to defined SLAs.
- Monitor the support ticket queue, proactively follow up on open issues, communicate regular status updates to customers, and coordinate with internal teams to ensure timely resolution.
- Investigate, troubleshoot, and resolve application-related incidents and service requests, escalating complex issues when required and ensuring root cause analysis is documented.
- Maintain clear and professional communication with customers throughout the support lifecycle, providing timely updates, managing expectations, and ensuring high customer satisfaction.
- Create and maintain accurate ticket documentation, including issue details, troubleshooting steps, resolution notes, and knowledge base articles to improve future support efficiency.
- Perform post-resolution validation with customers, ensure successful issue closure, and identify opportunities to reduce recurring incidents through process improvements.
- Assist in the development and enhancement of applications using Java and/or Python.
- Fix bugs and implement minor feature changes.
- Write clean, maintainable, and efficient code.
- Support API development and integration tasks.
- Participate in code reviews and testing activities.
- Familiarity with Linux commands and shell scripting.
- Basic knowledge of Java, JavaScript, and Python.
- Basic exposure to Spring Boot, Flask, FastAPI, Node.js, and Angular/Angular Native.
- Understanding of Object-Oriented Programming (OOP) concepts.
- Familiarity with HTML, CSS, and JavaScript.
- Basic knowledge of SQL and relational databases.
- Understanding of REST APIs.
- Familiarity with JSON, HTTP methods, and status codes.
- Awareness of Docker and Kubernetes.
- Understanding of Linux fundamentals.
- A self-starter who consistently looks for opportunities to innovate and enhance the customer experience.
- Strong communication skills with the ability to clearly articulate ideas, approaches, and technical details to peers and leaders.
- Strong documentation skills and attention to detail.
- Willingness to learn new technologies and continuously develop technical skills.
- Ability to work effectively in a team-based environment.
- Positive attitude and strong ownership mindset.
- Experience: 1–3 years
- Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.